Why Imprima’s Customer Service is Your Secret Weapon for M&A Success

In the high-stakes world of Transactions, M&A and IPOs, a virtual data room (VDR) is only as good as the team behind it. At Imprima, we pride ourselves on delivering not just cutting-edge technology but also a customer service experience that sets us apart. Rated 4.9/5 on Capterra – higher than competitors like Intralinks, Datasite, Drooms, and Ansarada¹ – our service team is the backbone of our clients’ success, which is why Imprima’s boutique approach and dedicated support make us the preferred choice for VDR excellence. 

The Critical Role of Customer Service

M&A and other VDR-driven processes are complex, time-sensitive, and demand precision. A single delay or oversight can jeopardize a deal. Exceptional customer service ensures:

Poor support, on the other hand, leads to frustration, slower issue resolution, and potential deal disruptions. At Imprima, we understand what’s at stake and go the extra mile to deliver. 

Imprima’s Service Team: Your Partner in Success

As a boutique VDR provider, Imprima offers a personalised, client-centric experience that larger providers often can’t match. Our service team excels in four key areas:

1. No automated runarounds: Forget chatbots or endless phone queues. Our team is available 24/7 via phone, email or screenshare, offering human expertise with no delays.
   
2. Deep VDR expertise: With over a decade of experience in VDR management, our team provides meaningful solutions to any challenge, from setup to complex workflows.
   
3. Personalised support: We know your project’s history and specifics, so you never have to repeat yourself. Our team acts like an extension of your deal team.
   
4. Going the Extra Mile: As one client noted, our service team is “like having an additional team member [who] took care of everything we needed, making no mistakes.”
   

Backed by Data: Imprima’s Stellar Reputation

Our commitment to excellence is reflected in our 4.9/5 Capterra rating, outshining larger competitors. We also measure success through a Net Promoter Score (NPS), the gold-standard metric for customer loyalty. By collating feedback from Capterra, Salesforce, and online surveys – open to all platform users, sell-side or buy-side – we consistently achieve a high NPS, showcasing our clients’ trust and willingness to recommend Imprima. Currently we have an NPS of 78 which = Excellent.

How NPS is calculated:

Respondents give a rating between 0 (not at all likely) and 10 (extremely likely) and, depending on their response, fall into one of 3 categories to establish an NPS score:

• Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic customers.
  
• Passives respond with a score of 7 or 8. They are satisfied with your service but not happy enough to be considered promoters.
  
• Detractors respond with a score of 0 to 6. These are unhappy customers who are unlikely to buy from you again, and may even discourage others from buying from you.
  

To calculate your final NPS score – just subtract the percentage of detractors from the percentage of promoters (Source: www.qualtrics.com).

Conclusion

In M&A and VDR activities, exceptional customer service isn’t just a bonus – it’s a necessity. Imprima’s 4.9/5- Capterra rated service team, and Excellent NPS score, backed by deep expertise and a client-first approach, ensures your projects run smoothly and successfully.  

Ready to elevate your next deal with Imprima’s award-winning support? Contact our Sales Team today to learn more.

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1. Information regarding Imprima’s customer service rating on the software comparison platform ‘Capterra’ – https://www.capterra.com – compared to other Virtual Data Room Providers mentioned in this post was correct at the time and date of publication. ↩︎